Customer Onboarding Manager, Enterprise

About Kojo

It's time to build. Whether it's creating more housing, upgrading our infrastructure, or adapting to climate change, the construction industry is at the center of solving our biggest problems. We’re making buildings cheaper and easier to build by transforming the way commercial construction companies buy their materials. Founded in 2018, Kojo is now one of the fastest-growing construction technology companies in the world. Construction accounts for $10 trillion in global spend annually, and materials—constituting up to 40% of project costs—have seen little innovation in how they’re bought and sold over the past 70 years. This is our opportunity.

About the Role

Our Enterprise Customer Onboarding Managers own the implementation and adoption outcome for Kojo's largest customers, managing scope, training, and stakeholder alignment from kickoff to go-live. With over 600 leading contractors across North America purchasing over $5B in materials annually on our platform, Kojo is entering its next chapter as an AI-first company. Reporting to our Manager of Customer Onboarding, you'll run point on roughly 20 concurrent implementations, collaborating closely with Solutions Architects who handle the technical ERP integration during onboarding.

Responsibilities

• Own a portfolio of roughly 20 concurrent implementations for Kojo's largest customers, serving as the primary point of contact for the entire relationship.
• Scope each engagement's requirements, deliverables, and timeline with customer stakeholders early to prevent scope gaps that could delay go-live.
• Sequence product training by persona, determining which teams need to be live first, and travel in person across North America when necessary.
• Build relationships with every key stakeholder in a customer's organization, from field crews to executive sponsors, ensuring the relationship isn’t dependent on a single champion.
• Track usage against each account's adoption goals, treating silence—not just complaints—as a signal to intervene.
• Use AI-assisted analysis of onboarding notes, support tickets, and usage patterns (e.g., Claude, Granola, Notion, Gong) to identify customer signals and emerging themes before they become roadmap requests or churn risks.
• Synthesize recurring customer feedback into actionable themes, leveraging AI tools to detect patterns early.

Requirements

• Delivery ownership: 3+ years leading customer implementations, technical programs, or consulting engagements in SaaS, technology, or a delivery-driven environment (construction or trades-adjacent industries are a plus).
• Structured delivery discipline: Experience running a real project-management methodology under deadlines (PMP, CSM, or other certifications are a plus but not required).
• Long-cycle project management: Led 6+ month rollouts with diverse, sometimes competing stakeholders, ensuring timelines aren’t dictated by the loudest voice in the room.
• Technical training delivery: Ability to tailor product training for engineers, field crews, and executives, adapting language to each audience.
• Metrics-driven delivery: Success measured by time to value, adoption, and retention—not just accounts closed.
• Portfolio triage: Ability to prioritize accounts based on urgency, knowing which need immediate attention and which can wait.
• Cross-team handoff: Clear understanding of which questions belong to Solutions Architects and which are yours to answer, ensuring seamless customer experiences.
• Cross-functional feedback loop: Translate scattered customer requests into clear themes for Product teams while preserving original context.
• Travel readiness: Comfortable with occasional in-person travel across North America (up to 20% of the time) when required by an account.

Qualities We Value

• Customer Obsession: You understand that small details matter immensely to customers.
• Passion: You care deeply about Kojo’s success.
• Impact: You balance speed with attention to detail.
• Innovation: You seek to understand the root of problems and find solutions.

Working at Kojo

This position is eligible for a new hire equity grant, and all US-based full-time employees receive our full suite of perks and benefits. Salary is dependent on experience, skillset, market dynamics, and internal equity. Team members work remotely 100% of the time across North and South America, with business hours aligned to their local time zone.